Hello,
Following guidance received from Zendesk Support, we would like to formally request several enhancements to improve the functionality and flexibility of Digital Lines.
1. Integration with Third‑Party Bots
Current limitation: Digital Lines cannot be connected to third‑party conversational AI platforms.
Request: Enable an integration mechanism (API, webhook, or connector) allowing Digital Line interactions to be routed through external bot platforms before reaching agents.
2. External Triggering and Configurability
Current limitation: Digital Lines cannot be initiated via external widgets or by passing a line_id.
Request: Provide configuration options to trigger Digital Line calls programmatically through external scripts, widgets, or APIs.
3. Independent Placement of the Call Button
Current limitation: The Digital Line button can only be used within the Zendesk Web Widget.
Request: Allow the call button to be deployed as a standalone component that can be positioned anywhere on a website.
4. User Identification for Authenticated Visitors
Current limitation: All calls appear as “Caller Unknown,” even for authenticated users.
Request: Allow authenticated session data (email, external_id, user_id, JWT) to pass through to Digital Line calls to improve agent context and reporting accuracy.
We believe these enhancements would significantly improve Digital Lines’ usability, integration capability, and overall customer experience.
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!